Terms & Conditions

These Terms and Conditions govern your use of the OPTIMAL Cleaning Services website and the cleaning services provided by OPTIMAL Cleaning Services Ltd ("OPTIMAL", "we", "us", "our"). By booking a clean with us — online, by phone, or by email — you accept these terms in full.

Registered in England and Wales. Contact: hello@optimal-clean.com.

All prices are quoted in GBP.

Hourly cleans — Regular, Airbnb, End of Tenancy and Caravan — are priced at £20 per hour with a 3-hour minimum booking (2 hours for caravan cleans). Where requested, 'cleaner brings products' is a flat £6.50 add-on.

Deep cleans, one-off cleans, after-builders cleans, carpet, upholstery, oven and commercial cleans are priced from a bespoke quote based on the property, tasks and access.

Prices may be revised for tasks that require additional time, materials or a specialist team. We will always tell you before any change to your quote.

Deposit or full payment is taken at the time of booking to secure your slot.

100% at time of booking: one-off cleans, residential (single visits), caravan, Airbnb turnovers, and after-builders.

End of Tenancy cleans: a 50% booking payment is required at the time of booking to secure your appointment. The remaining 50% is payable on completion of the clean.

50% deposit at time of booking: deep cleaning. The remaining 50% balance is due on the day of the clean, before the team leaves the property.

Recurring domestic cleans (weekly or fortnightly): the first clean is paid in full at time of booking. Ongoing billing is then arranged with the client — fortnightly or monthly — and charged automatically to the card on file. If a payment fails, upcoming cleans are paused and both the client and OPTIMAL are notified until the outstanding invoice is settled.

Airbnb turnovers: billed fortnightly in arrears based on the turnovers actually completed. The card on file is charged automatically at the end of each billing cycle and a receipt is emailed. Failed payments pause future turnovers.

Commercial cleans are invoiced monthly in arrears under a bespoke contract and do not require a deposit at the online booking stage.

All payments are handled securely by Stripe. We accept all major debit and credit cards.

Where a balance is not settled on the day of the clean (or at the end of a billing cycle for Airbnb/commercial), we reserve the right to charge the card on file or refer the debt for recovery.

48-hour cancellation policy. All bookings — one-off, recurring, deep clean, end-of-tenancy, Airbnb, caravan and commercial — require at least 48 hours' notice to cancel or reschedule.

Cancellations or reschedules made 48 hours or more before the booked start time are free of charge and the deposit is refunded in full to the original payment method within 5–10 working days.

Cancellations or reschedules made within 48 hours of the booked start time are non-refundable. OPTIMAL will retain the deposit in full to cover the team's committed time.

No-shows (where the OPTIMAL team is unable to gain access to the property at the agreed time) are treated as cancellations within 48 hours and the deposit is forfeited.

If OPTIMAL cancels a clean, we will offer you the earliest available alternative slot or a full refund of any monies paid, at your choice.

You must specify at the time of booking how our team will access the property: (a) you will be at the property; (b) through a concierge; (c) from a key safe; or (d) via a hidden key.

If our team cannot gain access to the property at the agreed time and we have made reasonable efforts to reach you, the booking is treated as a no-show and the deposit is retained (see Section 4).

Keys entrusted to us are treated with strict confidentiality. Keys are never labelled with the customer's address.

Unless otherwise agreed in writing, you (the customer) are responsible for providing the equipment: hoover, mop and bucket.

You may either supply the cleaning materials yourself or select "OPTIMAL brings the products" (+£6.50) at the booking stage — in which case we will bring standard sprays, cloths and general-purpose supplies.

Specialist materials (for example, oven cleaner, limescale remover, or eco-branded ranges) may be requested at additional cost.

Every OPTIMAL cleaner is fully insured (up to £2 million), DBS-checked, right-to-work verified and has at least 6 months of professional cleaning experience.

You may not solicit, employ or otherwise engage any OPTIMAL cleaner directly outside of the OPTIMAL platform for a period of 12 months from your last booking. A recruitment fee of £1,500 is payable if you do.

We aim for a 5-star clean every time. If you are not 100% happy with any part of the clean, please report the issue to hello@optimal-clean.com within 24 hours of the visit, ideally with photos.

We will send a cleaner back to re-clean the affected areas free of charge within 48 hours where practicable. Refunds are considered on a case-by-case basis after the re-clean is complete.

Our liability for accidental damage is limited to the cover of our professional liability insurance policy, currently £2 million.

We are not liable for pre-existing damage, wear-and-tear, items of unreasonable value not disclosed at booking, or damage caused by cleaning materials supplied by the customer.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

We may update these Terms from time to time to reflect changes to our services or the law. The version in force at the time you book applies to that booking.

Questions about these Terms? Email hello@optimal-clean.com.